Own day-to-day support performance — SLA, resolution time, and customer satisfaction — and the systems, processes, and people that drive those outcomes.
Design and deploy AI-driven workflows, automation, and tooling that scale Technical Support efficiently, reducing ticket volume and resolution time without simply adding headcount.
Build scalable support systems — smart routing, prioritization frameworks, escalation paths, self-service programs, and deflection strategies.
Operate as a true partner to Engineering and Product — driving root cause analysis on recurring issues, participating in incident response, and translating customer pain into actionable product feedback that influences the roadmap.
Step directly into high-severity and high-impact escalations when needed, building trust with technical stakeholders on the customer side.
Lead and develop a team of managers and senior ICs, coaching them through complexity and keeping the bar high on technical quality.
Partner with Customer Success and Sales on critical accounts where support plays a key role in retention or expansion.

10+ years in Technical Support or related technical customer-facing roles, with at least 5 years in senior leadership (Director/Senior Director).
Deep technical fluency — comfortable understanding and debugging APIs, integrations, data flows, event pipelines, and customer architectures.
Hands-on experience with AI and automation in a support context — ticket triage, automated resolution workflows, tooling and integrations — not just familiarity, but a track record of building.
Proven ability to scale a technical support function efficiently, with a mindset of 'how do we improve quality and speed without simply adding more people?'.
Strong track record of cross-functional partnership with Engineering and Product teams — influencing the roadmap through data-driven customer insights, not just escalations.
Experience building and managing escalation frameworks, incident response processes, and self-service programs that improve customer confidence at scale.
Strong operational acumen — able to bring structure, metrics, and playbooks without slowing down execution.
A builder and coach who develops strong technical leaders, stays close to the work, and leads with credibility.

100% coverage of medical, dental, vision, mental health, and supplemental insurance premiums for you and your family
16 weeks paid parental leave
unlimited PTO
stipends for remote work and wellness
a professional development budget

Senior Director, Technical Support

Key skills